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Pueblo Bonito Resort Sunset Beach
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Home
Resort Reviews
Pueblo Bonito Resort Sunset Beach
Review |
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1. Reviewer's Rating:
(Not Recommended - 2 out of 5 stars)
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Posted on 7/6/2008 | ||||||||||||||||||||||||||||
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This resort claims luxury status, but without a shadow of a doubt Pueblo Bonito LACKS in CUSTOMER SERVICE. As a FIRST TIME owner, I was very much dissatisfied with the customer service during my stay. One bad apple does indeed spoil the bunch. I honestly believe we could have received far better customer service had we stayed in the U.S. or even vacationed in the Bahamas. I have not quite figured out if the staff there is prejudiced, plain ignorant or indifferent to individuals other than their own culture.
Pueblo Bonito prides itself on being a luxury resort and I imagine owners/guests expect nothing less than luxury, 5-star customer service. I for one, expect to be treated as individual and not on any personal biases that any staff at Pueblo Bonito has toward other cultures. I have noted herein the details of each service in which we were displeased:
Front Desk - - There were 2 occasions which it seemed as if no one was available at the front desk. It took several phone calls to schedule a wake up call on Tuesday, July 1, 2008. How many individuals are available at the front desk during the night? My sister called for me on Friday, July 4, 2008 and was not even prompted to leave a message. What if there was an absolute urgent need???? We also called the front desk several times on Saturday, July 5, 2008 for an hour just to get a 4:15a.m. wake up call for Sunday and no answer. No answer????
In Suite Service - - The maid left a door knob holder on our bed for in suite service for breakfast. We thought we would go ahead and take advantage of this, so after the July 4th festivities we filled out our request and hung it on the door knob before the required 2 a.m. pick up time. Guess what? Silly us thinking our food would be delivered by our requested time - - it never showed up. Around 9:00 a.m. on Saturday, July 5th, I looked out to see the request still hanging from the door knob. No one ever came through to pick it up.
Middle Pool - - I know my friend and I stayed at this pool all day waiting for the paddles and a ball to play table tennis. He inquired at least 3 times. Each time we were told it's coming. Did you guys special order paddles/balls from China? We never saw anything that day until AFTER we left the pool area and then AFTER sitting out there for 5 hours! I never complained, but a day later I did see paddles and balls for each of the tables. Thankfully he did get to play at the MAIN pool on Saturday.
Concierge - - We asked Concierge to exchange USD for PESOS knowing we would be heading in town for a little shopping in the week and was told we could go to the Front Desk. Well the Front Desk tells a different story - - Go back to Concierge. I shake my head in disbelief. I do not think anyone here knows what their responsibilities cover. At least that is the impression they gave us. We just headed back to our room.
Sales Desk - - These ladies must think they are God's gift to Pueblo Bonito. They act as if they have a chip on their shoulders. I found this area to be a mass of confusion. The fickle bunch of Pueblo Bonito. (SMH) We scheduled our activities here. You pay at one desk and then are told to go to another lady to set up a date and transportation. Once we set a date for the activities (whom is not the friendliest person) we ask the lady about transportation, she directs us to concierge. It is very frustrating to be told to go one place for assistance and when you get there they direct you on to another. Mass confusion! I am certain I wasn't the only one to experienced this.
One of our activities did not work out because of the weather on the particular day we scheduled. No one alerted us that this activity was canceled so we therefore spent a roundtrip taxi fare for nothing. Advance notice would have been appreciated. I see a disconnect with the activities/sales/concierge. If activities are to be canceled I should think Pueblo Bonito would best serve their guests be ensuring the activities are either scheduled as planned, delayed, or canceled.
To get a refund for this activity we were told to come back the next day between the hours of 8:30 a.m. - 1:30 p.m. b/c the accountant was gone for the day. What? Are you kidding me? As this individual was talking to us she had money in her hands - - In addition to that a couple next to us was purchasing activities.
The sales area is mass confusion because no one greets you, acknowledges you or tells you if you are even standing in the right line. Do not dare walk up to any of the lady's because they will not even say simple words such as "Hi, how may I help you?"
Sales Vultures - Two times in 1 day we were harassed by the same sales guy about a presentation in which I told him both times we had already taken on Tuesday at 1:30 with Randy. As an owner, I did not appreciate being constantly asked about presentations. Do you not you think we receive enough harassment from the sales guys upon arriving at the airport?
Golf Cart Service - - For the most part these guys were okay. Though some drivers were fickle here too. My main problem with this service was the fact we reserved a time for service on our check-out date of July 6, 2008 at 5:15 a.m to pick us up. We "personally" reserved for this time - - gave him all the pertinent information and guess what? NO ONE SHOWS UP. NO ONE KNOCKED. NO ONE EVEN DARED CALL. As we walked out front of our building there was a cart there and we asked - - "Pick up for 21 - Terry?" - - Response NO. - - How great is this? Even my departure ends on a sour note! So much for planning anything.
-Review courtesy of Cindy (stayed during Jun, 2008) |
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